Purposeful Vs Emergent AI Strategy: what path should you be on?
As you start to put together your AI strategy, you need to understand whether you’re pursuing a purposeful AI strategy or an emergent AI strategy. This will enable you to find the best route to value. What will determine your approach is your organisation, your position within it, and the culture it exhibits. In this […]
Best tips for prompt engineering: Insights from Anthropic
Prompt engineering has rapidly emerged as a crucial skill in effectively working with advanced AI models. For those with experience, refining your prompts can significantly improve AI performance and unlock new potential. This article explores some of the best tips for optimising prompt engineering practice drawn from industry experts at Anthropic and their extensive work […]
Gen AI and ROI: Bridging the gap from hype to reality in enterprise adoption
In the world of technology, few innovations have sparked as much interest as generative AI (gen AI). This emerging technology promises to transform how businesses operate and serve their customers. However, while the potential of gen AI is immense, many organisations face significant hurdles in their journey from experimentation to large-scale deployment. During a recent […]
Scaling your AI solution for long term success
Once you have established a solid foundation with your initial AI deployments, it’s essential to think about scaling your solutions to cover more complex and higher-impact use cases. This phase requires a strategic approach to ensure that your AI initiatives continue to deliver value and remain sustainable over the long term. Building a Scalable AI […]
Why NPS and CSAT don’t work for measuring your AI efforts
When evaluating AI initiatives, I see many organisations use NPS and CSAT as barometers of success. But there’s a problem with both of those metrics that make them ineffective at measuring the success of interactions with AI services. This has been a top of mind topic lately. I’ve written about how containment is the wrong […]
Exploring the Evolution of AI in Search and Contact Centers: Insights from Google’s Vlad Vuskovic
Vladimir Vuskovic, a key figure at Google in the development of AI, particularly in Google Assistant, search and contact centre applications, recently joined me on VUX World to discuss the journey and future of AI technology. With over a decade at Google, Vlad has been instrumental in shaping tools like Google Assistant and is currently […]
Make sure your AI policy includes this…
In the last few months, I’ve spoken to a handful of companies that are stalled on moving forwards with their AI plans, or even putting those plans together, because they’re having to put together an AI policy first. And, from what I’ve seen, these policies have the potential to prevent innovation and inhibit growth. If […]
2 of the best approaches to AI automation for contact centres: Deep dive
When beginning to consider how and where you can use AI within your contact centre, you’ll first need to define your strategy. Part of that will be figuring out which of the 8 top contact centre AI use cases to start with. Then, you need to decide whether you go ‘high and wide’ or ‘narrow […]
AI reduces call volumes by 40% for Tallahassee State College
Most people might not see the connection between a college degree and the quality of the student experience. However, a study by California State University, Stanislaus, found that students increasingly view education as a commodity. While the commercialisation of education is widely debated, especially outside the U.S., one thing is clear – in an era […]
Conversations Unparsed: Industry Leaders Share Their Vision for AI
During Unparsed 2024 we asked 10 CAI professionals to tell us what they’re working on. They come from a range of companies, from startups with a single person covering their CAI projects to international banks, retailers and healthcare companies with complex and vast teams. We asked them what’s working and what isn’t. We wanted to […]